Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding Stokke’s refusal to replace a ***** ***** tray after the necessary information was provided, despite difficulty obtaining the proof of purchase. I received the high chair as a gift from my baby shower, however just recently, the clasp underneath the tray (which helps attach the tray to the chair) broke off. TRACY from customer service requested a serial number, picture, and proof of purchase. I provided the first two requests, but I told her I was unable to obtain the proof of purchase as it was a gift and I honestly felt uncomfortable reaching out to the gift giver for this matter. She responded with: “Unfortunately, your claim is not a manufacturing defect rather than a known issue caused by mishandling of the tray. This is most often a result of the tab not being depressed fully when removing the tray from the baby set. Without a valid proof of purchase, we cannot assess your warranty eligibility. As per our policy proof of purchase is needed to verify that your product was purchased through an authorized dealer. If proven, we will be inclined to extend a replacement as a onetime goodwill offer.” I did finally obtain the proof of purchase screenshot (bought from *********) from the gift giver and when I sent it over to Tracy, she said: “ Unfortunately, after a review of your Proof of Purchase, we have determined that your item is now out of warranty.” So earlier, she told me it was a “known issue” and told me that if I provided the proof of purchase, she would “extend a replacement as a onetime goodwill offer.” Well, I provided the proof and was still denied, and instead was told a new Stokke tray will need to be purchased from them ($69).

  Business Response

  Date: 03/10/2025

  Stokke is committed to providing high-quality products and ensuring a fair and consistent warranty process for all customers. As outlined in our warranty policy, proof of purchase is required for all claims to verify that the item was purchased from an authorized retailer and to determine if it falls within the warranty period.
  ***** ***** trays are covered under a 2-year warranty. In this case, even if the item were within the warranty period, the issue described is not a manufacturing defect but a known issue caused by improper handling—specifically, not fully depressing the tab when removing the tray from the Baby Set.
  While we stand behind our products, we must maintain consistency in how claims are processed to ensure fairness for all customers. If further assistance is needed, we encourage the customer to reach out to our customer service team directly.

• Initial Complaint

  Date:10/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We would like to return an item that was not as described and was purchased as a baby shower gift. It is unusable to us. We reached out to customer service via phone (whom appointed us to email) and email several times. They assumed and did not ask that we wanted store credit and kept denying us. We never wanted credit we simply wanted the original purchaser to receive her money back and we would like to return the unused/unopened box. The company is delaying the process incurring more time for us to keep this item that we do not want. They have altogether stopped responding with no resolution. What we are asking is quite simple.

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the Stokke Jetkid children's suitcase wheels in June 2022. When my child used it in April 2024, the wheel suddenly collapsed, causing my child to fall off the suitcase. I didn’t know how to ask them for repairs or compensation for the suitcase until August this year when another parent explained how to file a claim, so I applied then. However, Stokke responded by saying the two-year warranty had already expired, but the accident happened within the two years. They even tried to dismiss me with a discount coupon. I am extremely dissatisfied with the issue with the wheels—my child fell off the suitcase at the time, and luckily, they didn’t hit their head! This product is extremely dangerous, poorly designed, and their customer service is terrible!

• Initial Complaint

  Date:06/03/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 29, 2024, I initiated a transaction with **** ***** ****** for the acquisition of 2 Stokke ***** Strollers to be fulfilled by Stokke LLC, priced at $120.00 each, plus applicable taxes. Despite multiple interactions via both chat and phone with **** representatives, wherein I was explicitly assured that my purchase would entail the delivery of strollers, evidenced by Case # ********, the delivered item was not a stroller but rather a color pack. Both my emailed receipt and subsequent shipping notification unequivocally confirm the purchase of two ***** strollers to be fulfilled by Stokke LLC. Upon bringing this discrepancy to the attention of ****, I was informed that I could return the incorrect item, yet **** expressed inability to fulfill my original order as per the terms agreed upon at the time of purchase. The aforementioned sequence of events, substantiated by the documented evidence I possess, strongly suggests that Stokke LLC who fulfills ****’s ***** orders has engaged in deceptive advertising practices and has failed to uphold their contractual obligations. Consequently, I demand immediate rectification of this matter, including but not limited to the fulfillment of my original order at the agreed-upon price.

• Initial Complaint

  Date:12/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a high chair from this business. The shipper that this vendor uses (*****) is refusing to deliver the product despite us following all delivery instructions, leaving notes, etc. When contacting Stokke, they told us that it wasn't their problem and to deal with *****, who has already told us that they won't make a proper delivery attempt. If I'm paying $500 for a high chair, why is it my responsibility to manage the shipper relationship instead of the vendor? We paid for a product and did not and will not receive it.

  Business Response

  Date: 01/03/2024

  ***** ******** ******** ***** ********** ******* ** **** **** ** *** ************** *** ****** ** ******** ******* ********************* ******** ********* *** ***************** ***** ******* *********** **** **** ******* *****
  We acknowledge receipt of your complaint ID: 20974544 concerning the order placed by ***** *******. The customer made the purchase on December 3rd, 2023 (order# **********), at 5 pm EST, and the item was successfully delivered on December 8th, 2023, with tracking numbers *************** and ***************.
  It's important to highlight that our standard shipping period is 7-10 business days and potentially longer during peak holiday periods and customers are provided with real-time tracking information once their items are shipped. I presume that the customer did not provide you with any update. These details are also readily available on our website at **************. In the rare instance of any discrepancies, customers have the option to dispute charges with their credit card/payment issuer.
  At this point, there is no further action required on our end. If you have any additional concerns or questions, please feel free to reach out.
  Thank you.
  
  Best regards/******* ******,
  Michelle R*******
  Tel: ###-###-#### 
  
   
  
  

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Stokke Jet Kids Bedbox on 5/27/23. It arrived the next day on 5/28/23. After two uses inside the airport and inside an airplane, the wheels stopped working due to hair build up. There is no way to clean the hair out due to the design . This product was used exactly as intended. It was used inside the airport/airplane twice. And now the wheels don't spin. This is no fault of my own. I spent an hour trying to clean the hair out. But due to the design, there is no way to remove it with out removing the wheels. This is unacceptable for a product at this price point and for your company not to honor the warranty.

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there! I have ordered a high chair for my infant (order #********), exactly a month ago. The chair arrived a few days later, packaged poorly, and with a broken off piece on the bottom of the leg, which of course made it unstable. We have then tried to contact the customer service. I tried calling but they are not taking calls due to high call volume. We then submitted a request to customer service on 09/19 (#********) and a product reclamation form on 09/22 (#********). The only response we have received in that time is to tell us to do a reclamation form (which had already been done). In the meantime, we have tried calling every day, contacting them through ******** and the company's website, where there is a chat bot. We have never been able to reach anybody at all, and I have just submitted a second reclamation (#********), which will also be ignored. We are contacting the BBB to see if there's any way that we could have help in reaching a customer representative who can help us--- and we also wanted to make the BBB aware of this horrific lack of customer service by the company as we're sure we're not the only case.

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a stroller the ******* **** and within 24hrs I reached out to customer support to cancel the order since I received the item as a gift. I submitted a case and received an automated email with a case number. In the email they informed that someone from customer support will reach back and no one has reached back. I have called the customer support number ###-###-#### and also filled out the contact us form. Again no one has reached out back to me. Now I have to return the item and pay a restocking fee which is unfair since I"ve been trying to cancel this order before it was shipped out.

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ONLY way you can get in touch with this company is to email. Although very inconvenient, we finally received a response after 20 days (sent an email 08/04/22 and received a response 08/24/22, After spending over $1700 on a stroller - I did not write them an email with respect to other issues we were having like the wheel construction - which we fixed it ourselves - or the cheap quality handle that looks like it has been very abused. I simply asked them if I could have replacement cover for the limited edition stroller - or at the very least, a couple new snap buttons. As we have a new born- I wanted to protect him from the elements as water has entered the chassis which we had registered our product with extended warranty. The response I received from Stokke was that they looked up my account - which they did not ask me for the model number and said we are outside the warranty period even after acknowledging they have 2 year manufacturer warranty + 1 year extended warranty. (We purchased just before covid). You would think spending a lot of money on an expensive stroller that there would be better customer service - or at the very least - to be able to obtain something as simple as a couple snap buttons. Now I dread waiting for an additional 20 days for a response... with colder weather approaching - I have resorted to the BBB for intervention.

• Initial Complaint

  Date:07/29/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a high chair (***** *****) which usually cost $299 but I paid $329 for an edition that allowed engraving; also a 2nd item (tray for the high chair). I had issues doing the order online email requesting help but eventually found a work around on my own. Other than the order verification (********) email, only received another email advising there was a shipment on the way. No tracking number and still no response yo my initial email I try to email again. Still no response to both emails, received the chair with NO engraving and NO tray, Tried to call consumer support (even retailer support) I was instructed to send an email (ANOTHER). Also tried to do an online connection (not sure if it would have been a bot or human being because the only thing that loaded was a message that they were too busy and to email. Sent a 3rd email and still no response and 10 days have transpired. Fortunately the tray arrived separately, and I had to keep checking the building lobby every time of the day because remember no tracking. What I would like: an apology would be nice, but what I would really like is for the customer service to not be a fantasy. I also wanted an RMA to return the chair without tje engraving but they took too long and I have started using it already, I would like the piece that gets the engraving to be mailed with a tracking number and the requested engraving.